Industry Expertise
Energy & Utilities
Energy and utilities are investing heavily in modernization, digital platforms, automation and AI. But successful transformation depends on how these changes affect the people who use and deliver services.
What we do
Connect patient experience, caregiver experience, employee experience, operations and technology to improve the entire service.
Customer Experience
Redesign experiences such as finding care, referrals, intake, diagnosis, treatment, discharge and ongoing support to reduce friction and make healthcare easier to navigate.
We use customer research, journey mapping and service blueprinting to identify friction and redesign experiences that are simpler, more transparent and easier to navigate.
Digital Transformation
New platforms, self-service tools, automation and AI create enormous opportunities, but digitizing an existing process doesn't necessarily create a better service.
Service design connects technology decisions to real customer and employee needs, helping organizations determine what should be digitized, automated or redesigned entirely.
Workforce Management
Employees and frontline teams often work across legacy systems, fragmented processes, regulatory requirements and organizational silos. These challenges affect both employee experience and the quality of service customers receive.
We bring employees into the design process to simplify workflows, improve tools and handoffs, and design operating models that make better service easier to deliver.
J5 guided our healthcare team and patients through a design process to ensure our space was welcoming for everyone.
— Jake Jennings, Executive Director Primary Care Alberta
What we do
Whether you need to understand where the biggest opportunities are, redesign a specific service, or strengthen your internal capability, we can meet you where you are.
Assess Services
We assess existing customer and employee experiences, services and organizational capabilities to identify friction, gaps and opportunities for improvement. We bring together research, operational data and service design methods to create a prioritized roadmap for change.
Experience assessments · Service audits · Journey mapping · Service design maturity & readiness · Transformation roadmaps
Design Services
We work alongside customers, employees and leaders to research, imagine, prototype and implement better services. From redesigning a customer journey to supporting a major digital transformation, we connect the experience people need with the systems and operations required to deliver it.
Service design · Customer experience · Employee experience · Digital transformation · AI-enabled services · Service blueprinting
Build Capacity
We help organizations make human-centred design part of how they work. Our designers can embed directly within transformation teams, while our training, coaching and practice-building programs develop the skills, methods and systems needed to sustain service design at scale.
Embedded service designers · Service design training · Team coaching · Practice development · Tools & frameworks · Capability building
Download the business value of service design.
Rooted in purpose, shaped by vision, driven by results.
Welcome to a space designed for ideas that move people. With a focus on quality, clarity, and connection, we're here to help you make an impact that lasts.
Featured Healthcare Projects
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University of Calgary
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Assisted Living Alberta
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Calgary Health Foundation
